Traditionally, research works related to quality in telecommunication services have consisted of a series of analysis over a set of critical-to-quality technical parameters and a resulting enhancement proposal. However, in this Phd. Thesis we aim to face the quality issue from an overall point of view: Not only analysing the objective performance of those agents involved in service provision but also by trying to assess which is their effect in final users’ satisfaction, since this must be the final goal of this kind of systems.
We have carried out a State of The Art focused on four different areas: technical QoS, subjective quality assessment models, corporative quality management systems and integrating approaches. Based on this work we have identified several deficiencies that will determine the characteristics that the model should show. Among these deficiencies pointed out, the lack of a methodological and quantitative analysis of the real impact of the technical performance over users’ satisfaction stands up above all.
There is a clear need for a model that allows to represent different quality aspects with an integrating approach. This new model should provide different user profiles (both technical and non technical ones, providers, end-users and regulation agencies) with useful information.
Our proposal comprises both a theoretical model and an application methodology that eases up its use by other researchers.
Garazi Andonegi | alfa
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